Microsoft Dynamics 365
For Customer
Engagement
for Customer Service
Overview
Course Objective
• Install and configure the customer service app
• Identify common customer service scenarios
• Complete a case resolution process
• Analyze customer service data
• Automate case management record processing
• Create and use knowledge articles
• Create and use entitlements and service level agreements
Who Should Attend
Prerequisites
Training Calendar
Intake
Duration
Program Fees
Module
Module 1 -Customer Service Overview
In this module students will learn the basics of customer service in
Dynamics 365. Students will install and configure the application, as well
as learn about security roles, related applications, and analytics.
Lessons
• Lesson 1: Create case records
• Lesson 2: Related service apps
• Lesson 3: Analytics for service
• Lesson 4: AI for service
• Lesson 5: Configuring customer service
• Lesson 6: Module summary
After completing this module, students will be able to:
• Install and configure the customer service application
• Identify common customer service scenarios
Module 2 - Case Management
In this module students will learn how to open and resolve customer
service cases, both manually and with automation.
Lessons
• Lesson 1: Case management overview
• Lesson 2: Creating case records
• Lesson 3: Queue management
• Lesson 4: Case routing
• Lesson 5: Resolving cases
• Lesson 6: Module summary
After completing this module, students will be able to:
• Open and resolve customer service cases
• Automate case creation and routing
Module 3 - Service Level Agreements and Entitlements
In this module students will learn how to define and use entitlements and
entitlement templates, as well as service level agreements and how these
tools enable case resolution.
Lessons
• Lesson 1: SLA and entitlement overview
• Lesson 2: Create and manage entitlements
• Lesson 3: Create and manage SLAs
• Lesson 4: Module summary
After completing this module, students will be able to:
• Create and use service level agreements
• Create and use entitlements
Module 4 - Knowledge Management
In this module students will learn how to create and use knowledge
management. Additionally, students will learn the lifecycle of knowledge
articles.
Lessons
• Lesson 1: Knowledge management overview
• Lesson 2: Authoring and organizing
• Lesson 3: Use knowledge content
• Lesson 4: Manage knowledge content
• Lesson 5: Module summary
After completing this module, students will be able to:
• Create and manage knowledge conten
FAQs
General Questions:
Q: What is the Microsoft Dynamics 365 for Customer Engagement for Customer Service course about?
A: This 1-day course offers in-depth training on installing, configuring, and using Microsoft Dynamics 365 for Customer Service, focusing on case management, service level agreements, entitlements, knowledge management, and automation of customer service processes.
Q: Who should attend this course?
A: This course is ideal for Dynamics 365 Customer Engagement Functional Consultants, IT professionals, and customer service managers responsible for implementing and managing customer service solutions within Microsoft Dynamics 365.
Q: What are the prerequisites for this course?
A: Participants should have a basic understanding of customer service concepts, familiarity with Microsoft Dynamics 365, and general technical knowledge of software applications.
Q: How long is the course?
A: The course duration is 1 day.
Q: What key topics are covered in this course?
Key topics include:
Installing and configuring the customer service application
Case management and automation
Managing service level agreements (SLAs) and entitlements
Knowledge management and article lifecycle
Analytics for customer service
AI integration for service improvement
Q: Will I receive a certification after completing the course?
A: While the course provides essential skills for managing Microsoft Dynamics 365 for Customer Service, it does not include a certification exam. A certificate of completion may be provided by the training provider.
Program Content & Skills:
Q: What skills will I gain from the Microsoft Dynamics 365 for Customer Engagement for Customer Service course?
A: You will gain hands-on skills in installing, configuring, and managing the customer service application in Microsoft Dynamics 365. This includes case management, automating case creation and routing, managing service level agreements (SLAs) and entitlements, creating knowledge articles, and utilizing AI for customer service improvement.
Q: Will I learn how to optimize customer service processes in this course?
A: Yes, the course covers optimization techniques such as automating case management, implementing SLAs, managing entitlements, and using knowledge management to improve case resolution speed and accuracy.
Q: Can I learn how to manage customer service cases in this course?
A: Yes, the course provides comprehensive training on case management, including how to open, resolve, and automate customer service cases, as well as managing queues and routing cases effectively.
Q: Is installation and configuration of the customer service app covered in the course?
A: Yes, the course includes detailed coverage of installing and configuring the Microsoft Dynamics 365 for Customer Service application, including setting up security roles and related service apps.
Q: Will I be able to apply Dynamics 365 for Customer Service skills in real-world scenarios after the course?
A: Yes, the course is designed to provide practical, real-world skills for managing and administering customer service processes using Microsoft Dynamics 365. After completing the course, you’ll be proficient in case management, automation, SLAs, entitlements, knowledge management, and data analysis in professional customer service environments.
Submit your interest today !
